TY  - CONF
A1  - Schuh, Günther
A1  - Winter, Cord-Philipp
A1  - Grefrath, Christian
A1  - Jussen, Philipp
A2  - Lee, Jay
A2  - Ni, Jun
A2  - Sarangapani, Jagnathan
A2  - Mathew, Joseph
T1  - Success Factors for Remote Service Systems
T2  - Engineering Asset Management 2011. Proceedings of the Sixth World Congress on Engineering Asset Management
N2  - Remote services are services enabled by information and communication components and therefore do not require the physical presence of a service technician at the service object to provide a task. The impact of remote service on the capital goods industry has been increasingly significant over the recent yeas. Still many companies struggle with developing and implemenling successful business model, for remote service. This leads to a lot of unaccomplished benefits for the customer as well as for the companies themselves. A survey throughout companies in Ihe industrial machine and plant production sector was conducted in order to determine what successful companies do differently from those that cannot efficiently implement remote service business models.
The study presented in this chapter identifies key suceess factors of companies that effectively implemented remote services for their products. In order to identify the successful companies a scale for measuring remote service success was developed. Only by the use of this scale further findings regarding the success factors were possible. Key findings include the fact that successful companies actively market their remotle service to their customers. Generally they try to approach their remote service business from the operating company's perspective.
KW  - Servicemanagement
KW  - Erfolgsfaktor
KW  - Erfolg
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/2881
UR  - https://link.springer.com/chapter/10.1007/978-1-4471-4993-4_34
SN  - 978-1447149927
SN  - 978-1-4471-4993-4
SP  - 385
EP  - 393
PB  - Springer
CY  - Berlin [u. a.]
ER  -